GULAM MOHAMMAD
New Delhi
Summary
Experienced professional with 14+ years of progressive expertise in Quality and Customer Service. Highly detail-oriented and organized team player with proven ability to manage multiple projects simultaneously while maintaining exceptional accuracy and efficiency.
Overview
15
15
years of professional experience
Work History
Lead Associate – Quality
WNS Global Services Pvt. Ltd.
Noida
10.2022 - Current
- Managed quality, operations, and process training, including new hire training.
- Auditing calls, emails, and chats to ensure adherence to procedures, and evaluate soft skills performance.
- Facilitated training sessions to equip agents with a thorough understanding of process workflows and operational standards.
- Evaluated team member performance regularly, providing constructive one-on-one feedback and coaching for continuous improvement.
- Conducted regular training sessions to update team members on new products and services.
- Supervised team of employees, delivering mentoring, continuous training, and guidance in job challenges.
- Engaged in face-to-face client meetings to build strong relationships and understand client needs and expectations.
- Coordinated daily operations and supervised team members to ensure efficient workflow.
TCPS Analyst
American Express India Pvt. Ltd.
Gurugram
03.2021 - 10.2022
- Monitored inbound customer calls and emails for prepaid gift cards.
- Respond to customer escalation, and conduct a root cause analysis of the escalation.
- Validating refund requests, overspending, and excessive balance cases.
- Analyzing risk-related data, identifying fraud connections.
Business Analyst
American Express India Pvt. Ltd.
Gurugram
10.2019 - 02.2021
- Identify high-risk behaviors, activities, regulatory, and procedural errors through account and call review.
- Perform analysis and recommend or highlight process enhancements to operations.
- Identified and resolved problems through root cause analysis and research.
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
Sr. Quality Advisor
Concentrix
Gurugram
09.2014 - 10.2019
- Collect data from monitored calls to improve sales and increase revenue.
- Collaborate closely with internal business units and external clients.
- Collaborated with cross-functional teams to establish comprehensive quality objectives.
- Support the company in the implementation of its marketing campaigns.
Sr. Customer Relationship Officer
Convergys India Pvt. Ltd.
Gurugram
10.2009 - 04.2014
- Managing inbound customer calls, serving as the customer's first point of contact, and always maintaining a professional image.
- Understand customers' requirements, and accordingly offer advice on the proper selection of product-service, considering their needs and budget.
- Managed escalated calls professionally, maintaining a calm demeanor while resolving complex issues.
Education
B.com -
University of Allahabad
Skills
- Team management
- Client Relationship Management
- Analytical thinking
- Root Cause Analysis
- Problem-solving abilities
- Process Improvements
- Employee supervision
- Team player
- Multitasking abilities
- Excellent communication
- Salesforce
- Jira
- Genesys
- Nice
- Verint
- MS office
Timeline
Lead Associate – Quality
WNS Global Services Pvt. Ltd.
10.2022 - Current
TCPS Analyst
American Express India Pvt. Ltd.
03.2021 - 10.2022
Business Analyst
American Express India Pvt. Ltd.
10.2019 - 02.2021
Sr. Quality Advisor
Concentrix
09.2014 - 10.2019
Sr. Customer Relationship Officer
Convergys India Pvt. Ltd.
10.2009 - 04.2014
B.com -
University of Allahabad
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